Service Relation Exec/Sr Exec/Lounge Exec/Sr Exec (Cinema Ops)

Position: Service Relation Executive/Sr Executive/Associate Level/ Platinum Lounge Exec/Sr Exec-Cinema Operations, Wave One Movies, Sector-18, Noida

Job Summary
We are looking for a customer-oriented and well-groomed professional to join our Customer Care in Cinema Operations team. The candidate will be responsible for handling customer queries, complaints, service requests and coordination with internal departments to ensure a smooth and positive customer experience.

Key Responsibilities

• Handle customer care services, queries, complaints, requests, and feedback professionally.
• Attend to customers/clients and provide timely assistance and solutions.
• Coordinate with Operations team, Housekeeping, Security, and other departments for issue resolution.
• Maintain proper records of complaints, service requests and their closure status.
• Follow up with concerned departments until issues are resolved.
• Escalate critical or unresolved matters to the reporting Cinema Manager.
• Maintain professional communication with customers, tenants, visitors and stakeholders.
• Prepare daily/weekly MIS and customer complaint reports.
• Ensure adherence to company SOPs and customer service standards.
• Support customer engagement and other CRM activities.

Eligibility

• Graduate in any discipline of Hotel Management.
• 38 years of experience in Customer Care, CRM, Customer Service, Front Office, Hospitality, Retails and Multiplexes.
• Excellent communication and interpersonal skills.
• Good command of English and Hindi.
• Pleasant personality and professional approach.
• Good knowledge of MS Office/Excel and CRM software.
• Strong customer-handling and problem-solving skills.

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Position: Platinum Lounge Executive/Sr Executive, (Cinema Operations)

Job Summary
We are looking for a polished, courteous and service-oriented professional to manage the Platinum Lounge and provide personalized hospitality and assistance to premium/VIP customers and guests.

Key Responsibilities

• Welcome and assist premium/VIP customers and guests professionally.
• Manage day-to-day Platinum Lounge operations.
• Provide personalized assistance and ensure a high-quality customer experience.
• Handle customer requests, queries, feedback and complaints.
• Coordinate with Housekeeping, Security, Operation’s team, F&B and other departments.
• Ensure lounge cleanliness, ambience, seating arrangements and service standards.
• Coordinate refreshments and other hospitality requirements.
• Maintain visitor/customer records and lounge-related MIS.
• Ensure prompt resolution and follow-up of customer concerns.
• Maintain professional etiquette and confidentiality while dealing with premium customers.
• Prepare daily/weekly operational reports for the reporting manager.
• Ensure compliance with company SOPs and service standards.

Eligibility

• Graduate in any discipline. Hospitality/Hotel Management qualification will be an advantage.
• 3–8 years of experience in Premium Customer Service, Hospitality, Front Office, Lounge services, Club, Hotel, Luxury Retail, Multiplexes
• Excellent verbal and written communication skills.
• Pleasant personality, professional grooming, and good etiquette.
• Strong interpersonal and customer-handling skills.
• Good knowledge of MS Office.
• Experience handling VIP/HNI customers will be an advantage.